Broadcom considers macOS a tier 1 operating system, meaning that we provide full feature and support SLA parity for both Windows and macOS. In addition, we have a very large, stable user population on macOS. With that in mind, changes by Apple to macOS over the last few years have introduced isolated pockets of instability for some customers. Broadcom has, and continues to work diligently with Apple to resolve all known issues in the macOS code base. When appropriate and feasible, we have worked around macOS defects unilaterally. This article summarizes some of those challenges and what to do in the unlikely event you encounter an issue with macOS.
Starting with macOS Big Sur, Apple changed how third party networking applications interface with the operating system by implementing a network extension architecture, removing the ability for applications to interface with the OS as kernel drivers. Many networking applications, including WSS Agent, required refactoring to switch to the new network extension architecture. The first version of WSS Agent to support the new macOS network extensions architecture was 7.2.1.
As a new system architecture for Apple, it introduced a number of issues within macOS that have impacted some customers using WSS Agent. To date, there have been 15 defects filed by Broadcom with Apple against network extensions. Over the same period of time, Broadcom has reported no defects against the equivalent Windows software, for comparison. As of the time of this writing, there are still issues acknowledged by Apple that remain open defects in macOS.
Examples of defects in macOS that impacted WSS Agent that were subsequently resolved by Apple:
WSS Agent on macOS.
To ensure the quickest and most efficient resolution to your issue, please follow these steps:
If the data indicate a WSS Agent issue, your technical support agent will advise you on next steps, which might include a workaround while we work on a permanent fix. Rest assured that we will permanently address the problem as quickly as possible.
Broadcom will analyze the data you provided and provide next steps. There are generally two possible outcomes:
The data indicate a WSS Agent issue:
Your Broadcom technical support agent will advise you on next steps, which might include a workaround while we implement a permanent fix. Rest assured that we will aggressively and permanently address the issue.
The data indicate a macOS issue:
If we determine the root cause to be an issue outside of WSS Agent, you will most likely be advised to open a support ticket with Apple. We will not ask you to perform this step unless we are reasonably certain that the issue is macOS related. If you do not have an Apple support contract we highly recommend you obtain one like you would for any other production technology.
The recommendation for you to open an Apple support ticket should not be interpreted as Broadcom placing sole care of the issue on you. We will continue to assist until a solution is available. Although Broadcom has a good relationship and reputation with Apple, it is clear from years of interactions that they place a higher priority on customer-submitted defects than to those submitted exclusively by vendors. To put it directly: Customer sourced issues are resolved quicker than vendor sourced issues. Broadcom is also happy to support you in direct conversations with Apple.
Please follow these steps to submit a support ticket with Apple:
As a best practice, both Broadcom and Apple recommend: